Customer Service Team Leader

The company

Retail stores, field technicians and customer care all report into regional operations teams. We run a fiber backbone of over 20,000 route miles, plus data centres and network operations centres. Safety meetings are every Monday at 7 a.m., before trucks roll.

We are backfilling a position after an internal move. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We are headquartered in Huntington Beach and have been hiring remotely since 2020. This is a full-time remote role. We use an employer of record in Pakistan, so you get a proper employment contract, not a freelance agreement. Our standups are at 9:00 AM Pacific.

Key responsibilities

• Call customers back on open issues within the promised timeframe.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Meet targets for handle time, quality score and customer satisfaction.

Required qualifications

• 8-10 years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Basic computer skills (Windows, Outlook, web browsers)

What you get

Compensation: PKR 125,000 - PKR 145,000 pcm

• Annual team retreat.
• Annual learning budget.
• Co-working space stipend.
• Paid sick days.
• 20 days paid time off.
• Public holidays observed per your country.

Please submit your CV in English.

This posting may close early if we receive enough applications.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Tri-County Fiber Inc..